Sales & Customer Experience Manager

Job Title: Sales and Customer Experience Manager Contract Type: Permanent

Location: London Salary: £35-40,000pa DOE

The Company

A growing international business operating within a commercial, customer-driven environment is seeking an experienced Sales and Customer Experience Manager to lead and develop its customer-facing operations. The organisation is focused on delivering exceptional customer journeys while driving sustainable sales growth across multiple channels and markets.

The Role

The Sales and Customer Experience Manager will be responsible for leading a small but growing customer service and experience team, driving sales performance, and embedding a best-in-class customer experience strategy across the business.

Reporting into senior leadership, this role will combine people management, commercial ownership, CRM oversight, and customer engagement, with scope to shape processes, systems, and team structure as the business continues to scale.

The role requires a proactive, commercially minded leader who is comfortable operating in a fast-paced environment and representing the business internally and externally, including occasional international travel.

Key Responsibilities

Lead, coach, and develop a customer service and customer experience team (initially 2 3 people, with planned growth)

Own and drive customer experience strategy across sales, service, and support functions

Manage inbound and outbound sales activity, ensuring opportunities are maximised and service levels maintained

Oversee CRM and ticketing platforms, ensuring data accuracy, workflow efficiency, and KPI performance

Act as escalation point for complex customer issues, ensuring timely and professional resolution

Analyse customer data, trends, and feedback to identify improvements and commercial opportunities

Work cross-functionally with operations, marketing, and leadership teams to align customer and sales objectives

Develop, monitor, and report on key performance indicators related to sales performance and customer satisfaction

Support the implementation and optimisation of systems, processes, and customer-facing tools

Represent the business with customers, partners, and stakeholders, including international travel where required

About You

Proven experience managing customer service, customer experience, or sales teams

Strong background in driving both commercial performance and customer satisfaction

Hands-on experience with Zendesk, or confident working with other CRMs, ERPs, or sales platforms

Demonstrated ability to lead, motivate, and develop people in a customer-facing environment

Commercially astute with a proactive, solutions-focused mindset

Confident communicator with strong stakeholder management skills

Comfortable working autonomously and influencing at senior levels

Adaptable and resilient, able to operate effectively in a changing environment

Willing and able to travel internationally on an occasional basis

What s On Offer

Competitive salary aligned to experience and capability

Opportunity to build and scale a customer experience function

High level of autonomy and influence within the business

Exposure to senior leadership and international markets

Long-term career progression within a growing organisation